Upsell percentages.

[scott2112]

Here is my upsell data for the month of January. Where does everyone stand? The GM percentages at the bottom of the Daily Dealer reports seem low. Do we suck as whole, in regards to the upsell?

We did 457 customer pay oil changes
- sold 20 cp wiper blades
- sold 19 cp cabin air filters
- sold 35 cp air filters
- sold 11 cp brake jobs
- sold 35 cp tire
- sold 2 cp batteries (that new national battery promotion is driving them in!!)

Now, that figures up to 25% of the cp oil changes are getting something. Shouldn't it be more? In my eyes, 25% of those vehicles alone, should be getting wiper blades, 12.5% should be getting air filters/cabin filters. Seems like tons of money left on the table.

What say you all? Just curious.

[Zep33]

Last month on my report was November and it wasn't pretty

not much different than yours

[cville1987]

Well out of about 150 oil changes we sold...

6 tires
5 batteries
11 blades
5 air filters
4 cabin air
3 brake pads

now keep in mind that technically not all of those were upsells, some were customer request along with an oil change, so pretty bad numbers plus he's doing the $39.95 with rotate on almost every one of them and discounting anywhere from $6 to $25 per oil change so eliminating whatever small bit of gross we made on these 150 oil changes.

[WhoParted]

Mine only shows November. Out of 208 Oil changes we had:

36 wiper blades
13 batteries
72 tires
24 sets brake pads

Where can I find the numbers for January?

[LOWAIRD1964]

Is there a report that I can run that tells me this? Or are you jut keeping tabs yourself how many you are selling on cp tickets?

[Zep33]

If you're a GM dealer, it's on the bottom of your dealer daily report provided by GM

[possum]

This is from the SERVICE PENETRATION REPORT:

March 2014 Total CP ROs: 1080

Wipers: 101 (9.35%) YTD%: 7.49 YTD Nat'l Avg%: 3.73
Batteries: 13 (1.2%) YTD% 1.89 YTD Nat'l Avg%: 2.18
Oil Filters: 532 (49.26%) YTD% 47.62 YTD Nat'l Avg%: 48.88
Tires: 31 (2.87%) YTD% 3.15 YTD Nat'l Avg%: 2.52
Brakes: 36 (3.33%) YTD% 3.71 YTD Nat'l Avg%: 2.81

Remember these percentages are of the TOTAL CP ROs, not as a % of your oil changes,
and our numbers are compared only to other Buick-GMC dealers

[JustBob]

As a bean counter I have this tendency to look at the data behind the statistics.

Scott 2112 - Overall my very uninformed view is your statistics are pretty good. However the assumption that you sold something on 25% of the oil changes might not be completely accurate. Some of the upsells may have been on the same repair order. If so the "penetration" rate is probably less than 25%. More importantly the "Increased Gross Profit" on these upsells is what really matters. Your DMS should be able to provide you these figures.

I find it amusing that the GM Penetration Report that Possum posted includes Oil Filters but not Air or Cabin Filters. Is this correct? It is however called an "Service Penetration Report" and appears to consider all CP RO's as Possum pointed out. Of course some of the items could vary by region and season.

While these statistics serve some purpose I return to my earlier point "what did they add to the bottom line".

Are you Spiffing the lube tech and if so how much and on what? In my observations of several dealerships a well designed and monitored spiff program can be quite effective.

[Rykid50]

Mine is showing for march for cust pay

blades 49
batteries 11
oil changes 167
tires 34
but I know this month we sold around 80 tires just on the program not counting all the others that wernt on program